Service Manager

A global travel technology company is seeking a Service Manager to lead customer service operations, ensuring excellence in service delivery, quality assurance, and team performance in Japan.

Roles/Responsibilities

• Oversee customer service operations, achieving key performance targets and maintaining service quality.
• Lead and manage a team, optimizing schedules and onsite management to meet business needs.
• Collaborate on system integration and implementation, training teams on new procedures and monitoring performance.
• Analyze performance data, identify gaps, and develop actionable solutions to enhance service delivery.
• Act as a liaison between operations and business teams, ensuring alignment with corporate client priorities.

Required skills

• Native-level proficiency in Japanese and business-level English for cross-functional communication.
• 3+ years of experience in customer service operations management, preferably within the travel industry.
• Strong leadership and team management skills, with excellent communication and coordination abilities.
• Familiarity with service operations systems, quality control, and workforce management.
• Adaptable, detail-oriented, and capable of thriving in a fast-paced, dynamic environment.

About our client

A fast-growing international travel technology platform offering innovative solutions to businesses and travelers worldwide.